Portfolio/ Program Manager – ServiceNow (Telco Transformation Program)

Job Description

Job Title

Portfolio/ Program Manager – ServiceNow (Telco Transformation Program)

Location

London – Weekly 2 to 3 Day Work from Office

Experience

18+ years of overall IT experience with 10+ years in program / delivery leadership roles managing large enterprise transformation programs.

Job Summary

We are looking for an experienced Portfolio/ programme manager - with ServiceNow and or Remedy service assurance to lead and manage a large-scale ServiceNow transformation program for a Telecom client. The role involves overseeing multiple workstreams, managing multi-vendor delivery teams, and ensuring successful program execution using Scaled Agile methodologies (SAFe / Agile at scale).

The Program Manager will be responsible for strategic planning, governance, delivery management, stakeholder engagement, financial management, and risk mitigation while ensuring alignment with business objectives and technology roadmaps.

Key Responsibilities

Program Leadership

• Lead end-to-end delivery of a large ServiceNow transformation program for telecom operations.
• Manage multiple workstreams including ITSM, ITOM, CMDB, TSOM, TSM, CSM, and integrations.
• Drive program execution aligned with business transformation goals.
• Establish and maintain program governance frameworks.

Scaled Agile Delivery Management

• Lead program execution using Scaled Agile frameworks (SAFe / Large Scale Agile).
• Coordinate across multiple Agile Release Trains (ARTs) and Scrum teams.
• Facilitate:
• Program Increment (PI) Planning
• Sprint Reviews
• Release Planning
• Retrospectives
• Ensure cross-team dependencies are managed effectively.

Multi-Vendor Management

• Manage delivery across multiple vendors, system integrators, and internal teams.
• Ensure alignment across vendors on:
• Delivery timelines
• Quality standards
• Architecture guidelines
• Resolve vendor conflicts and manage collaboration frameworks.

Stakeholder Management

• Act as the primary interface between business leadership, IT leadership, and vendor teams.
• Provide regular program updates to executive stakeholders.
• Manage stakeholder expectations and drive alignment on priorities.

Financial & Commercial Management

• Manage program budgets, cost tracking, and financial forecasting.
• Ensure program delivery within approved budgets and contractual agreements.
• Track vendor deliverables, milestones, and payment milestones.

Risk & Dependency Management

• Identify and mitigate program-level risks and issues.
• Manage cross-workstream dependencies.
• Establish proactive risk management frameworks.

Governance & Reporting

• Establish strong program governance models including:
• Steering Committee meetings
• Program management office (PMO) reporting
• Delivery dashboards
• Track KPIs such as:
• Delivery milestones
• Velocity and throughput
• Program risks
• Budget utilization.

ServiceNow Program Oversight

Provide leadership for ServiceNow platform initiatives including:

• IT Service Management (ITSM)
• IT Operations Management (ITOM)
• Configuration Management Database (CMDB)
• Telecom Service Operations Management (TSOM)
• Telecom Service Management (TSM)
• Customer Service Management (CSM)

Ensure alignment with enterprise architecture and telecom operational processes.

Required Qualifications

Experience

• 18+ years of experience in IT / Digital Transformation programs
• 10+ years managing large enterprise programs
• Experience managing large telecom or enterprise platform programs
• Proven experience managing multi-vendor global delivery teams

Program & Delivery Skills

Strong experience in:

• Large-scale program management
• Scaled Agile frameworks (SAFe preferred)
• Managing Agile Release Trains
• Enterprise transformation programs
• Global delivery models

ServiceNow Knowledge

Strong understanding of ServiceNow platform capabilities, especially:

• ITSM
• ITOM
• CMDB
• TSOM
• TSM
• Integration architecture

(Hands-on experience not mandatory but strong platform understanding required.)

Preferred Certifications

• SAFe Program Consultant (SPC) or SAFe Agilist
• PMP (Project Management Professional)
• PRINCE2
• ServiceNow certifications
• ITIL Certification

Leadership Competencies

• Strategic thinking and program governance
• Executive stakeholder communication
• Conflict resolution and negotiation
• Vendor management expertise
• Risk management and decision-making
• Ability to lead large distributed teams

Key Success Metrics

• Successful delivery of ServiceNow transformation roadmap
• Program delivered on time, within scope, and within budget
• High stakeholder satisfaction
• Effective multi-vendor collaboration
• Improved telecom operational efficiency